Complaints
This profile includes complaints for Brinks Home's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 4,361 total complaints in the last 3 years.
- 684 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:11/15/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I signed up for brinks 3 months ago . The day I signed up I called them back 2 hours after saying I decided to cancel because i found something else cheaper . They said no problem they will email me paperwork to sign . They never did . Then I got a message saying that brinks equipment has been shipped ! I called them back and said why I canceled they said no problem just send the equipment back when I receive it. A month goes by and I get a bill from brinks now Im furious. I call them back and ask why I got billed I canceled the very same day I signed on with them . They said its because I never returned the equipment. Well I replied I never got the equipment and I dont want the equipment what the h*** is going on here ! They said they will have to locate the equipment and re send it to me I said I dont want it ! Its been three months now and I received another bill ! I dont know what to do ! I feel like Im going to have to take legal action this is just ridiculous and after doing some research I found out im not the only one they are doing this to !!!!
Business Response
Date: 11/22/2023
*********************************
3012 *********
**********, ** 90640
November 22,2023
Re: ********************************* / Customer #*********
Case #********
*************************************,
Thank you for speaking with me regarding your Brinks Home Account. To recap our conversation, your Brinks Home account is scheduled for cancellation effective November 28, 2023, and the final bill balance cleared. In addition, a request has been submitted to refund the payment of $72.36 back to the account of record, allowing 7 to 14 business days for processing. Please accept this letter as formal confirmation that there is no further contractual or financial obligation to Brinks Home.
If you have any other account concerns, I am available Monday through Friday from 8:00 a.m. to 4:30 p.m., **************** Time.
Sincerely,
*************************
Executive Response Team
*************************
Cc: Better Business BureauInitial Complaint
Date:11/15/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I initially entered into a 56 month contract with Monitronics on 9/19/2018. In Nov 2022 Brinks came out to do some work on the system. When I attempted to cancel my contract on 3/8/2023 I was informed that I had a new 48 month contract with Brinks and it would cost me almost $2000 to cancel the contract. I requested a copy of the contract and was told they would send one but never did. After multiple phone calls I was informed that it was a verbal contract and my monthly rate had been reduced because of this contract. This is in spite of the fact that I am paying twice what most other full service alarm companies charge their most loyal customers. I was then told that if I paid the savings I had made since the start of the new verbal contract I would be released from the contract. Although I do not believe I should have to pay this back as it was a verbal contract I did asked for their proposal in writing and was told that they were not able to do this.I want to cancel this contract as I no longer need a security system in my house and do not believe the verbal contract is valid as I never agreed to anything. Since I have been paying on the original for more than the 56 month term I should be able to cancel this contract with no additional payments.Business Response
Date: 11/21/2023
*************************
******************************************************
November 21, 2023
RE: *************************/Customer #*********
Case #********
*****************************,
Thank you for speaking with me regarding your Brinks Home Account. To recap our conversation, your Brinks Home account is scheduled for cancellation effective November 30, 2023. Therefore, please accept this letter as formal confirmation that there is no further contractual or financial obligation to Brinks Home.
If you have any other account concerns, I am available Monday through Friday from 8:00 a.m. to 4:30 p.m., **************** Time.
Sincerely,
*************************
Executive Response Team
*******************Customer Answer
Date: 11/28/2023
I have reviewed the business response and accept this resolution.Initial Complaint
Date:11/14/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been a brinks customer since October 2020. My sensors have been faulty and whenever I go to replace a battery the sensor no longer connects to the panel. The representative that assisted me when I signed up came out and installed all of my sensors. He advised me that anytime I have any issues a brinks representative will come to my home free of charge to figure out the issue. I was very happy to hear this because I am handicap and cannot do this on my own. They sent the wrong sensor out to me twice and I have had to pay $10 each time due to Brinks charging me for this. I have had to arrange for family to come over only to find out it will not work due to brinks sending the wrong one out. Supervisor ****** advised me they can send someone out for $200 but that is not what I was originally promised. I asked them to send me a copy of my contract that I signed and they have yet to do so claiming they cannot find it. Then saying I agreed via email, this is a lie!! However they tell me in order to cancel it will be two thousand plus dollars. I want this cancelled FREE of charge!! They false advertise, lie, and steal!!! Their products are not working and they refuse to send me any contract they claim I signed for 7 years! ******* manager is ********. ******** wasnt available to speak with so they sent me to a response executive team. Please help me!! Thanks,********************* ************ *********************Business Response
Date: 11/21/2023
*********************
*************************************************************
November 21,2023
Re: ********************* / Customer #*********
Case #********
*************************,
This letter is in response to your complaint regarding your Brinks Home Account. In your complaint you advised of problems with your alarm equipment and requested the account to be cancelled. In researching this matter, our records indicate you are currently in the initial term of a 60-month alarm agreement which began on October 3, 2020, and ends October 2, ****. In addition, our records also indicate you spoke with a member of our Executive Response Team on November 14,2023, and a service tech visit was scheduled to repair your alarm sensors at no cost. The service appointment is currently pending for November 27, 2023. Based upon our findings, Brinks Home respectfully declines your request for cancellation. If you elect to cancel Brinks Home agrees to a negotiate buyout of the remaining terms of your alarm agreement.
If you have any other account concerns, I am available Monday through Friday from 8:00 a.m. to 4:30 p.m., **************** Time.
Sincerely,
*************************
Executive Response Team
*************************
Cc: Better Business BureauInitial Complaint
Date:11/14/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
In August I had reached out to Brinks Home Security to cancel my service. While on the phone with the customer service rep I was told that I could pay a lower monthly bill and receive all new equipment. I did not want to continue service but I went along with it thinking that they knew what equipment I had and they would upgrade it. Brinks rescheduled my appointment 2 times with no reason given for the appointments. I called brinks to complete the last reschedule and they stated that they would request a waiver of the fees associated with the technician coming out to compensate for the inconvenience. I had to rearrange my days and lose hours at work for these appointments. When the technician arrived on 10/07/2023 he stated that nothing needed to be upgraded because it would not give me anything better than what I had and he stated that he was not sure why they would put in for an upgrade when I had updated equipment already. The technician stated that they would ad a note in the system about me not wanting to continue service. I called Brinks Home Security on 11/14/2023 and spoke with ***** who stated that the request to waive the dispatch fee was denied with no reason and that I would have to pay it. I was told that if I signed the contract based on the information that was originally told to me, I would have to keep paying for 2 years. If I had known that my system wouldn't need to be upgraded I would have just canceled my service and not have to be stuck paying for a system that I don't want anymore for 2 years. The fact that Brinks had to LIE to me in order to stick me with a 2 yea contract is appalling. This is not the way you do business. I was already lied to the first time about the original contract being 2 years when it was in fact 5 years. I have been paying for 5 years and now I will have to be stuck paying for another 2 years.Business Response
Date: 11/21/2023
*************************
3928 ***************
*********, ** 89110
November 21, 2023
RE: *************************/Customer #*********
Case #********
*****************************,
This letter is in response to your complaint regarding your Brinks Home Account. Unfortunately, my attempts to reach out to you were unsuccessful. I would like to inform you that your Brinks Home account is scheduled for cancellation as of November 24, 2023. Your final bill balance amounting to $60.00 will be due at that time. I want to reassure you that once this final payment has been made to Brinks Home, all contractual and financial obligations will be fulfilled, and there will be no further obligations on your part.
If you have any additional concerns regarding your account, I am available to assist you from Monday to Friday, 8:00 a.m. to 4:30 p.m., **************** Time.
Sincerely,
*************************
Executive Response Team
*******************Initial Complaint
Date:11/14/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We had Brinks security at ***** *********** in ************* **. We had to move out of state (health issue), we moved out of ** in August and I have been tryin to get this cancelled since then. The contract goes through May ****. We do not live there, nor are using the service, but they say we have to pay through May. I have contacted them several times, stating that we are out of state and moved due to a health issue (allergies). I would like the contract cancelled and 2 months back pay we paid while not living there. Approximately $60Business Response
Date: 11/22/2023
***************************
15 *****************
************, ** 78578
November 22, 2023
RE: ***********************/Customer #*********
Case #********
***************************,
This letter is in response to your complaint regarding your Brinks Home Account. My attempt to contact you was unsuccessful. After a thorough review of our records, we have determined that you have agreed to extend your term. Your 36-month Alarm Monitoring Agreement (AMA) began on May 19, 2021, and is set to conclude on May 18, 2024.As of now, there are 6 months remaining in the agreement.
As requested, we have retrieved the recorded call for your reference. It is available at your convenience. Brinks Home respectfully declines your request for a refund.
In addition, we would like to bring to your attention that there is a past due balance of $143.15 on your account. To assist in resolving this as a courtesy, Brinks Home has manually submitted your account for cancellation effective December 15, 2023, and the bill balance cleared. Therefore, please accept this letter as formal confirmation that there is no further contractual or financial obligation to Brinks Home.
Should you have any further questions or concerns, please do not hesitate to reach out to me. I am available Monday through Friday from 8:00 a.m. to 4:30 p.m., **************** Time.
Sincerely,
*************************
Executive Response Team
*******************Initial Complaint
Date:11/14/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I contacted Brinks Home on 10/17/2024 telling them I was canceling their services. They told me that I a Contract with them and I was responsible for continuing to pay each month. I have no record of this contract and do not recall ever signing a contract. I signed the cancellation notice online. I then received a letter that they received my cancellation request but there records show my contract does not end until 7/2024, and they gave me a number to call for next steps. I called on 10/23 and spoke to a DC he told me I had a contract but they did not have any proof cause I did it electronically and I should have an email to search for this email. I can not find an email and have not received any proof from Brinks Home Of this contract. I have since received a bill to pay for November which I do not believe I should pay. I called again today to try to resolve this with out involving you, however I am getting the same story from Brinks Home. Please have my account canceled and zero out any amount I would owe as of October. Appreciate your assistance in this matter. Thank you.Customer Answer
Date: 11/15/2023
Are you suggesting I send to Brinks Home a document requesting proof of the contract?
I can send you a copy of their letter, and I followed instructions and called them 2x
the individual I spoke to said that I had done it electronically so they could not send it to me
in the next sentence he said he would email me, I never received this proof of a contract
please advise of next steps
Customer Answer
Date: 11/27/2023
I have attached the letter I received from Brinks saying that they can not cancel my services due to me having a contract unitl 7/2024. I have been unable to obtain from Brinks any supporting documentation that I have this contract.. Not able to find supporting documentation on the Brinks customer portal either.
I requested cancellation in October, and since Brinks has not been able to provide any proof of this contract, I do not believe I should be liable for any bills starting with November 2024/ Please let me know if you need any further information. Thank you.
Business Response
Date: 12/12/2023
*******************************
24 ***************
Halfmoon,** 12065
December 12 2023
RE: *******************************/Customer #*********
Case #********
***********************************,
This letter is in response to your complaint regarding your Brinks Home Account. My attempt to contact you regarding this matter has been unsuccessful. Please be advised, your Brinks Home account is scheduled for cancellation effective December 29, 2023, and the bill balance cleared. Therefore, please accept this letter as formal confirmation that there is no further contractual or financial obligation to Brinks Home.
If you have any other account concerns, I am available Monday through Friday from 8:00 a.m. to 4:30 p.m., **************** Time.
Sincerely,
*************************
Executive Response Team
*******************Customer Answer
Date: 12/12/2023
I have reviewed the business response and accept this resolution.Initial Complaint
Date:11/13/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We started business with brinks and they made us order all our equipment. It wasnt a great time dealing with them then, so we die def to cancel our derive plan with them and return the products for a refund. We ordered our products around September 13th and returned them around a week later. They received our products a week after we sent them and have not refunded it. Also, we have called four times asking about the money and they acknowledge that they have gotten the products but have not refunded our money yet.Business Response
Date: 11/20/2023
***********************
******************************
******, ** 66606
November 20, 2023
RE: ***********************/Customer #*********
Case #********
************** ******,
This letter is in response to your complaint regarding your Brinks Home Account. My attempt to contact you regarding this matter has been unsuccessful. In your complaint you requested a full refund. Please be advised your Brinks Home account is scheduled for cancellation effective November 30, 2023. In addition,a request has been expedited to refund the payment of $1446.70. Therefore,please accept this letter as formal confirmation that there is no further contractual or financial obligation to Brinks Home.
If you need further assistance regarding this matter, I am available Monday through Friday from 8:00 a.m. to 4:30 p.m., **************** Time.
Sincerely,
*************************
Executive Response Team
*******************Initial Complaint
Date:11/13/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Around the 12th of March, 2021, I initiated an agreement with Brinks Home to have a security system installed in my wife and I's apartment. All seemed to go well for about 2 years with no problems. I didn't feel that I really needed it, but the sales person sold us on the idea that we as seniors needed the extra security in an apartment complex! At no time was any mention of a contract and/or duration period discussed. The transaction focussed basically on the fact that we needed this service. Both my wife and I are in our seventies and the fear of living in an apartment complex was an easy sell. As I said, all seemed to go well until the spring of 2023! The alarm went off on a few occasions and finally began to intermittently operate. It stopped altogether around May,2023, and I called Brinks on the 13th of June,2023 , and again on the 6th of July 2023, to advise then of the situation only to be told that I would have to pay an additional fee to have the problem troubleshooted and corrected. Being on a fixed income made me seek other options if any were available! I called Brinks again on the 19th of September 2023 to try and correct the problem and even cancel the service. It was then that I was told that I had a contract with 28 months remaining! I'm 75 years old, on a fixed income, and the last thing that I'm worrying about is the fact that the salesman included this service in the form of a 5 year contract. It would be very wise for Brinks to come and pick up their equipment, because with the medical issues that my wife and I are fighting, we don't have the time or energy to play the deceitful games that this company is generating. This service is still not operating properly and we're still getting billed after I talked to numerous departments. Talking the various call centers can be very tiring on a senior citizen, and any assistence in resolving this matter will be greatly received.Customer Answer
Date: 11/20/2023
this account was also put in my wife's name and that in itself has created a problem.
I attempted to contact various departments and only received a response stating that in order to resolve this matter we would have to pay $1600.00! That's completely illogical considering my fixed income status. Any assistance in this matter will be greatly received.
Business Response
Date: 11/30/2023
***********************
****************************************************************************************
November 30,2023
Re: *********************** / Customer #*********
Case #********
***************************,
Thank you for speaking with me regarding your Brinks Home Account. To recap our conversation, Brinks Home agrees to cancel your alarm account upon the return of the alarm equipment installed. A *** return label was emailed to the address provided. As stated upon receipt of the equipment in question the account will be scheduled for cancellation. The *** tracking number is # 1ZAY63909098761789. Thank you for your business and the opportunity to serve as your alarm company.
If you have any other account concerns, I am available Monday through Friday from 8:00 a.m. to 4:30 p.m., **************** Time.
Sincerely,
*************************
Executive Response Team
*************************
Cc: Better Business BureauInitial Complaint
Date:11/13/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My family started an Airbnb business (February 2022) and contracted with Brinks Home for operationalizing the cameras that were there when we purchased the home. Within few months, the system failed and we contacted their customer support to come and fix the problem. The customer services representative came few times but could not fix the problem. There after I contacted them and told them I am refusing payment as I am not getting the services. I received a bill today for $211.56 for past due payments. Upon contacting them they told me that I refused to give the technician access to the property and so I owe them this money + the billing for the next 15 months based on the contract. I no longer own this property as I have sold this property as of October 2023. Brinks Home is set up in such a way that getting customer service is very difficult and they will give some excuse for the system not to be working. We have notified Brinks several times that the system is not working and we should be able to terminate the contract. I had to install a parallel system while we were running the Airbnb. I need your help to terminate this contract effective immediately. Thank you for your assistance in this matter.Business Response
Date: 11/21/2023
***********************
************************************************************************
November 21,2023
RE: ***********************/Customer #********
Case #********
***************************,
This letter is in response to your complaint regarding your Brinks Home Account. Thank you for taking the time to discuss your Brinks Home account with me. In your complaint, you requested the cancellation of your account and a billing adjustment. After conducting a thorough investigation, our records indicate you are currently within the initial term of a 36-month Alarm Monitoring Agreement (AMA), which started on February 3, 2022, and will end on February 2, ****. There are currently 15 months remaining in this agreement.
As per our conversation today, we have mutually agreed to resolve this matter amicably by offering a negotiated buy-out option for the remaining terms associated with your account and past due balance. I assisted you in making a payment of $217.93. Please note that your Brinks Home account will be canceled on November 30, 2023. This letter serves as formal confirmation that you have no further contractual or financial obligation to Brinks Home.
If you have any other concerns regarding your account, please feel free to contact me during my available hours from Monday to Friday, 8:00 a.m. to 4:30 p.m., **************** Time.
Sincerely,
*************************
Executive Response Team
*******************Customer Answer
Date: 11/21/2023
I have reviewed the business response and accept this resolution.Initial Complaint
Date:11/13/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I had to move due to **************** and tried canceling several times. I told them of my service and they didnt care and said I had to pay. I continued paying despite moving and no service. However, after about eight months of paying and trying to resolve the issue. I canceled the service with my bank. They reported me to credit agency and ruined my credit. After continuing to escalate the complaint with Brinks they finally got me an executive account agent named ********* who said Brinks waived all the fees because of my military service. I thought that was the end of it, but they then claimed that what I owe is because my account was transferred from another company. I asked for a refund or credit from all the payments I made from July 2022 through April 2023. July is when I moved and sold the home due to service. After back and forths with *********, she told me it was taken care of when I showed all my statements from my bank showing I paid. I filed complaints with Transunion and they all come back unfounded because Brinks is claiming an amount I owe that was never mentioned to me until after all these issues. They have completely ruined my credit and I cannot get a fix. This company is not a company that supports service members. Despite saying they are not holding me liable for the account once I moved, they refuse to refund me for everything I paid and are making a false claim that I owe money from when the account was transferred to them. Transunion report however says that its because I havent paid in the last 90 days. Please help.Business Response
Date: 11/21/2023
***********************
8226 Green ********************* ** 78244
November 21,2023
Re: *********************** / Customer #*********
Case #********
***************************,
This letter is in response to your complaint regarding your Brinks Home Account. My attempt to contact you regarding this matter has been unsuccessful. Please be advised, your Brinks Home account is Inactive, and our records indicate a request to update your credit profile was submitted on October 9, 2023, and a credit update letter mailed to the address noted on the complaint. A copy of the credit letter will be uploaded to the secure BBB website for review. Therefore,please accept this letter as formal confirmation that there is no further contractual or financial obligation to Brinks Home.
If you have any other account concerns, I am available Monday through Friday from 8:00 a.m. to 4:30 p.m., **************** Time.
Sincerely,
*************************
Executive Response Team
*************************
Cc: Better Business Bureau
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